Find & Apply For Network / Systems Support Specialist Jobs in Quakertown, Pennsylvania

Job Title:

Technical Field Service Coordinator /

Dispatcher Reports To :

Director of Corporate IT Pay Status :

Exempt Job Summary:

This position serves as a key communication point between customers, field technicians, management, and internal technical teams. The ideal candidate is comfortable working in a fast-paced environment, managing multiple priorities, troubleshooting issues, and ensuring field technicians have the information and resources needed to complete service calls efficiently.

What Success Looks Like:

A successful Technical Field Service Coordinator / Dispatcher ensures that technicians have the right information, resources, and schedule needed to complete each job efficiently and successfully. This person will be comfortable communicating with highly technical field personnel while understanding the general nature of the work being performed. They will be able to identify scheduling requirements, coordinate the necessary resources, recognize when an issue requires escalation, and keep customers, technicians, and internal teams informed throughout the service process. The ideal candidate can effectively speak both "technical" and "customer service." They serve as the critical link between the field technician and the customer, ensuring that expectations are clear, information is communicated accurately, and issues are followed through to resolution. WT Solutions will provide training and ongoing support to ensure team members are properly prepared to perform their responsibilities effectively.

Education:

• 2+ years of college preferred (60) credits
• Technical college diploma in IT, or a combination of equivalent education and experience preferred
• 1 year experience in a NOC environment

Qualification and Skill Requirements:

• Proven scheduling and dispatch experience
• Exposed to some NOC support experience
• Ability to work flexible shifts and adapt to changing work schedules
• Familiarity with mobile tools and applications
• Data networking, routing, and security terminologies, and concepts
• Cellular data service and hardware experience
• Knowledge of Microsoft operating systems
• Ability to effectively communicate with customers, peers, and management levels
• Strong organization and troubleshooting skills
• Ability to develop and improve company documentation and procedures
• Must have exceptional attention to detail
• Strong organizational and time management skills, and ability to prioritize
• Must be a self-starter and driven
• Excellent communication and interpersonal skills
• Strong problem-solving skills and analytical abilities
• Ability to multitask
• Excellent verbal and written communication
• Ability to follow the instructions
• Strong interpersonal and Leadership skills

Duties and Responsibilities:

Primary Function - Field Service Scheduling & Dispatch

• Schedule and dispatch field technicians for break/fix service calls, installations, upgrades, preventive maintenance, and IT projects.
• Assign technicians to jobs based on technical skills, certifications, availability, geographic location, project requirements, and customer needs.
• Confirm technician availability and communicate job details, customer expectations, access requirements, and onsite procedures.
• Monitor technician schedules and job progress throughout the day, proactively addressing delays, cancellations, emergencies, and scheduling conflicts.
• Coordinate urgent, priority, and same-day service requests while minimizing disruptions to existing schedules.
• Maintain accurate and up-to-date technician calendars, dispatch schedules, work orders, and scheduling systems.
• Coordinate with customers, project managers, service managers, and field technicians to ensure jobs are properly scheduled and completed.
• Adjust schedules as needed to maximize technician productivity, minimize travel time, and meet customer response and completion requirements.
• Follow up on open, delayed, or incomplete work orders to ensure timely resolution and accurate status updates.
• Maintain clear communication with technicians and internal teams regarding schedule changes, job priorities, and special customer or site requirements. Secondary Function - Tier 1 Network NOC Support
• Create, update, and escalate trouble tickets based on established NOC procedures and escalation criteria.
• Provide Tier 1 Network Operations Center (NOC) support for customers monitored network, security, communications, and IT systems.
• Escalate issues requiring Tier 2/3 engineering support or onsite service while maintaining accurate documentation and communication.
• Monitor network and system alerts and respond to alarms, outages, connectivity issues, and other service notifications in accordance with established procedures.
• Perform initial troubleshooting and basic diagnostics for network connectivity, communications equipment, managed devices, and related systems.
• Review monitoring platforms, device status, logs, and available diagnostic information to identify and document potential issues.
• Coordinate with field technicians, service personnel, network engineers, vendors, and customers to support timely resolution of network and system issues.
• Remotely assist technicians with basic troubleshooting and provide relevant device, network, and ticket information when dispatching field service.
• Escalate issues requiring Tier 2/3 engineering support or onsite service while maintaining accurate documentation and communication.
• Monitor open NOC incidents and follow up on outstanding issues to ensure appropriate action and timely resolution.
• Document troubleshooting steps, findings, communications, and resolutions in the applicable ticketing and monitoring systems.
• Follow established procedures for critical alarms, service outages, life-safety communications, and other priority events.
• Maintain familiarity with basic networking concepts, including IP addressing, connectivity, switches, routers, cellular communications, VPNs, and network monitoring.

Physical Demands:

Individuals must be able to meet established specific physical requirements of the job (i.e., reaching, bending, stooping, twisting, standing, walking, and lifting various weights.)

• Light lifting of 0-40 lbs.

Walking Accident or Health Hazards:

No unusual accident or health hazards inherent in position.

Working Conditions:

• Modern, well-lit office area, facility grounds.
• No unusual working conditions.

Pay:

$45,000.00 - $60,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person